Frequently Asked Questions

This FAQ page is designed to provide clear answers to common questions about ordering, shipping, delivery, returns, and support at SaunaHavenCo, a brand of Ascend Nexus LLC.

Ordering & Payments

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, Shop Pay, PayPal, and Apple Pay.

When is my order confirmed?

Your order is confirmed once payment has been successfully processed. You will receive an order confirmation email after checkout.

Can my order be canceled?

Orders may be canceled before they are shipped. Once an order has been processed for shipment, cancellation may no longer be possible.

Shipping & Delivery

Where do you ship?

We currently ship within the contiguous United States (lower 48 states) only.

How much does shipping cost?

Shipping costs are calculated and displayed at checkout based on your delivery address and the product ordered. Some products may qualify for free shipping, which will be indicated on the product page.

How long does it take to process and ship an order?

  • Processing time: 5–7 business days
  • Estimated ship-out window: 5–10 business days

These are estimates and may vary depending on product availability and order volume.

How are large items delivered?

Most sauna products are shipped via freight carriers due to their size and weight.

  • Standard delivery is curbside only
  • Lift gate service may be included for residential deliveries where applicable
  • Inside delivery or installation is not included unless arranged in advance

Are delivery dates guaranteed?

No. All delivery timeframes are estimates and are not guaranteed.

What do I need to do when my order arrives?

You must inspect your shipment at the time of delivery. Check for any visible damage to the packaging or product before signing the delivery receipt.

Damaged Shipments

What should I do if my order arrives damaged?

You must report any damage within 48 hours of delivery.

  • Take clear photos of the product and packaging
  • Contact our support team with your order details
  • Do not refuse delivery unless instructed to do so

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery, provided the item is unused, unopened, and in its original packaging.

Are there any fees for returns?

  • A 25% restocking fee applies to eligible returns
  • Customers are responsible for return shipping costs unless the item was damaged in transit

How do I start a return?

Please contact our support team before returning any item. Returns must be authorized in advance.

When will I receive my refund?

Refunds are issued to the original payment method after the returned item has been received and inspected. Processing typically takes 5–10 business days after inspection.

Warranty

Do your products come with a warranty?

Many products include a manufacturer warranty. SaunaHavenCo does not provide a separate warranty unless explicitly stated on the product page.

How do I make a warranty claim?

Contact our support team with your order details and a description of the issue. We may assist in directing you to the appropriate manufacturer process.

Support

How can I contact you?

  • Email: support@saunahavenco.com
  • Phone: 1-302-302-1397
  • Address: 3961, 1007 N Orange St. 4th Floor, Wilmington, DE, New Castle, US, 19801
  • Support Hours: Mon - Fri | 9am - 5pm EST

When will I receive a response?

We aim to respond within standard business hours. Response times may vary depending on inquiry volume.